Support Operations Analyst

Hungry, Humble, Honest, with Heart.
The Opportunity
The Support Operations Analyst role is a critical member of the operations team, responsible for managing customer entitlement setup, onboarding, and maintaining system-driven tracking for upcoming renewals across all Support products. The position also plays a lead role in driving feature enhancements, process improvements, and change management initiatives to streamline and optimize support operations.

The ideal candidate is a strategic multitasker with strong cross-functional collaboration skills and a data-driven mindset. You will be expected to identify and resolve root causes within quote-to-order, entitlement, and case management workflows. Additional responsibilities include developing operational documentation, creating reports, and defining requirements to support robust Learning & Development (L&D) initiatives. This role will also oversee and approve exception quotes according to predefined business rules, ensuring compliance with internal policies.

About The Team
At Nutanix, you'll be joining the Support Operations team, a dynamic group of six talented professionals dedicated to delivering exceptional service and support to our customers. Our team culture is built on collaboration and positivity, fostering an environment where everyone's input is valued and encouraged, allowing us to continuously improve and innovate in our approach to customer support.

You will report to the Manager, Support Analytics and Operations, who is committed to guiding the team towards success through mentorship and clear communication. Our work setup is hybrid, requiring you to come into the office three days a week, providing a balanced blend of in-person collaboration and remote work flexibility. Additionally, there are no travel requirements for this position, allowing you to focus on providing outstanding support without the need for frequent travel.

Your Role

• **Testing & Product Introduction: ** You'll conduct user acceptance testing (UAT) for new products and expansion projects, ensuring that test scenarios are thoroughly validated. You'll also be responsible for managing test data, allowing for comprehensive end-to-end testing efforts.
• **Designated Support Engineer (DSE) Program: ** In this role, you will support DSE operations by tracking renewals and collaborating closely with DSE Operational Leads. You will also manage the pricing and discounting processes, ensuring that all exception approvals are handled efficiently, and oversee Flex Credit ownership transfers along with updates in Salesforce (SFDC).
• **API-SDK Support: ** You'll take charge of approving and tracking API-SDK quotes, bookings, and user setups in SFDC. Keeping accurate contact records and renewal timelines will be vital, as well as collaborating with the API-SDK Operations Manager on pricing, discounts, and exception management.
• **Leadership Responsibilities: ** You'll oversee the approvals for Extended Support for various products, managing any escalations related to pricing and discount exceptions. Your attention to detail will ensure that account pages are updated with accurate Extended Support agreements.
• **Enablement & Documentation: ** You will develop and maintain support product enablement materials for field teams, delivering quarterly training sessions and refreshers. Additionally, you'll lead small-scale projects and enhancement initiatives that involve multiple teams to ensure alignment and success across the board.

What You Will Bring

• Bachelor's degree or equivalent work experience
• Three years of Program Manager/Business Analyst experience in a SaaS organization
• Business process workflow, documentation and presentation experience
• Understanding of Quote-to-Cash, Go-To-Market and New Product Introduction processes
• Experience working with data and developing reporting in SFDC and Tableau
• Logical thinking and collaboration with cross-functional stakeholders
• Prior licensing, support and/or sales operations experience
• Prior subscription and partner experience preferred
• Experience with Jira, Salesforce, Tableau, quoting tools, UX

Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.